I’m currently reading an outstanding book coauthored by former Procter & Gamble Chairman & CEO, A.G. Lafley and uber-consultant and bestselling author, Ram Charan entitled, The Game-Changer.
Early in the book, Lafley stated the following:
“Our first goal at P&G is to delight our consumers at two ‘moments of truth.’ First, when they buy a product, and second, when they use it.”
Is this true only for multi-billion dollar corporations? Surely not. I’d say it holds just as true for the mid-sized business, the small firm and the solo entrepreneur? And, for those selling products or services.
We must delight those who do business with us; not just once, but twice. To me, the second part would seem to be a function of the product or service itself and how it meets/exceeds their needs (this is often the result of much groundwork and research and beyond the scope of this post)
What about the first part, though. How do you delight your consumers at that first moment of truth…during the buying process?
I can only imagine the wisdom that will be shared via your responses.
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Although I hadn’t thought of it until now, I think (I hope!) I delight my customers during the buying process when I share my excitement and enthusiasm over their decision to “buy.” I get quite excited for the person who says YES to working with me, because I know how much fun we’re going to have, how much we’ll learn from each other and the benefits they will realize as a result of our engagement.
I used to try to stifle my enthusiasm, thinking it might come off as unprofessional or immature. But with time and some confidence AND understanding The Law Of Authenticity (thank you very much!), I’ve come to realize that not only isn’t it more professional to act reserved or subdued, it’s inauthentic, which is just not professional at all.
Hi Bob,
First of all thank you again for you’re blog post, we can really see that you put in it lot’s effort to bring out the points very clearly, the intresting thing is that I started applying this to my company about 3 yrs. Ago … Let me just back up a little, I started a moving company 8 yrs. Ago, went out doing this doing that (thank god I had a little support) about 3 yrs. In I started seeing some results, although not what I imagined, another 2 yrs. Things started picking up a little bit better (I not going to go through all the details, we all know the story, dream, struggle , victory) anyhow I din’t know of such things of as improve yourself and it will improve your surrounding, intresringly enough someone approached me with an Idea he thinks that I benefit, a business for itself if I want to make a nice income (BTW I wasn’t looking then for something else I was just looking to improve my business) so as a pleghmatic or “S” peronality not wanting to offend him I told he can show me but I doubt that I’ll do it, he came over and showed me Robert Kiyosaki’s Cashflow Quadrant , I’ll tell you what I was litterally blown away, and then he asked this question: where do you see yourself in ten years from now? B’s businesses have systems, do you have 1? And he really got me thinking, you know what this guy is right! And he told me if you don’t know where are you going you are most probably there already! (We’ll I didn’t tell what I thought and treied not to show it either) so I told give me some material to review and I’ll think it over overnight, that night my life changed forever, he gave me 2 cd’s and a book by the founders of the team Orrin Woodward and Chris Brady, I couldn’t sleep that night, my mind was all over the place! Anyway long story short ( I mean shorter) I got involved in the system and since then I started readind and learning and listening to audio’s and associating with 5 percentors as we call it, and I’ll tell my business (actually both businesses ). But I’m talking now about my moving company has doubled in the last 3 yrs.! And the 2 main points that I appied were the 2 things that you shared on this post. Thanks again for all your great posts!
Shlomo,
Through the years, Bob, I have made it a habit to follow up immediately (that day or the next morning) with a handwritten, personal thank-you note, recounting the privilege of serving them. In today’s world of “hit-and-run” sales and service, it goes a long way. And it only costs me 44 cents! That’s a bargain in my opinion. Gratitude, personally expressed, never seems to get old.
What a great post. I think people are genuinely delighted when we help them get what they are looking for. 🙂
In my business, we aim to delight at least four times with each bride. First at her purchase, then her fitting, next her portrait, and fourth at her wedding. (we define delighted as: Our Bride feels and looks beautiful.)
Thank you, all, for sharing your wisdom with us. VERY appreciated!